E-Commerce Support Specialist
Compensation and Benefits:
- Compensation: Hourly wage, adjusted based on experience
- Benefits: Seasonal position eligible for a season pass for employee/dependents and privileges at several other resorts. Several discount programs (i.e. food & beverage, retail/rental, tickets, etc.) also available.
Job Summary:
The E-Commerce Support Specialist is responsible for the daily operation of KillingtonSports.com's order fulfillment, customer service, inventory movement, pricing compliance, and returns. This position serves as the operational link between the resort's retail, warehouse, and e-commerce systems to ensure accurate inventory, efficient fulfillment, and an exceptional guest experience. This role is a key component in advancing Killington toward a true Omni-Channel retail operation by creating a seamless shopping experience across online and in-store channels.
Summary of Key Responsibilities: Responsibilities and essential job functions include but are not limited to the following:
- Manage the complete online order process from order receipt through shipment.
- Locate, pick, verify, pack, and ship customer orders while maintaining premium presentation standards.
- Coordinate inventory with all retail locations to maximize fulfillment efficiency and inventory accuracy.
- Process inventory transfers and maintain accurate inventory across company systems.
- Provide exceptional customer service through email, phone, returns, exchanges, order inquiries, and passholder discount verification.
- Process refunds and inventory adjustments in company systems.
- Assist with vendor MAP (Minimum Advertised Price) compliance and promotional sale pricing initiatives.
- Support implementation and auditing of promotional pricing and online pricing policies.
- Maintain shipping supplies, shipping workstations, and operational readiness.
- Collaborate with multiple departments to improve operational efficiency and guest satisfaction.
- Drive between resort locations as needed to support fulfillment and operational needs.
- Support continuous improvement of e-commerce operations and workflow efficiency.